Customer Care Specialist

Duties and Responsibilities / Results

Estimated starting salary: $46,251–$55,000 annually.

• Provide exceptional service to customers who contact the bank by telephone, e-mail, and chat, providing personal assistance with their accounts and bank products and services.
• Promote digital banking products by instructing customers on how to use services and features that best meet their needs.
• Ensure customers have access to their accounts by processing online banking registrations, bill pay registrations, and secure form requests.
• Assist customers who have difficulty accessing digital banking services by analyzing issues, providing solutions, and completing required security procedures to authenticate customer identity (including password resets for locked-out customers and troubleshooting login issues).
• Support customers and bank staff regarding electronic products and services, including but not limited to online banking, mobile banking, Zelle, remote deposit capture, bill pay, and e-statements.
• Be proficient with computers, smartphones, tablets, and their operating systems, software, and other technologies; troubleshoot and assist customers using this knowledge.
• Manage multiple tasks efficiently and prioritize responsibilities in a fast-paced environment.
• Work flexible hours as needed, including late nights, weekends, and a hybrid schedule.
• Maintain professional rapport with other departments and branches to ensure customers receive the support they require.
• Work independently and as a team with excellent time management and conflict resolution skills.
• Sign into remote access systems at least once weekly to ensure connectivity and maintain familiarity with off-site tools and resources.
• Facilitate effective collaboration with team members and stakeholders through regular on-site meetings and interactions.
• Ensure accurate and timely access to source documentation by working on-site where resources are readily available.
• Handle time-sensitive tasks and projects efficiently by being present on-site for immediate response and action.
• Assist customers in securing their accounts by reviewing transactions and placing lockouts on online access or bank accounts, or stopping a debit MasterCard when necessary.
• Perform other related duties as required.

Job Specifications

• High school diploma
• Excellent verbal and written communication skills
• At least two years’ experience on the core system
• Good math skills
• Proficient with the MS Office suite
• General understanding of electronic technologies, including but not limited to ATMs and mobile devices
• Strong knowledge of the bank’s products and services